Dial – A Ride Policies
Town of Hebron Dial-a-Ride Guidelines
A Service Through the
Russell Mercier Senior Center
14 Stonecroft Drive
Hebron, CT 06248
Phone: (860) 228-1700
This policy applies to the Town of Hebron’s Dial-a-Ride program. The Dial-a-Ride
program’s objective is to serve as many people as possible in a fair, efficient, and
effective manner and to help promote independent living and reduce isolation for
seniors and disabled adults.
Any and all incidents/injuries should be reported to the Dial-a-Ride driver immediately
upon their occurrence with necessary intervention provided. All incidents/injuries
require the driver or Senior Center staff to file an applicable written report.
If you have any problems/concerns/suggestions, please notify the Senior Center as
soon as possible. All feedback on your Dial-a-Ride experience, positive or negative, is
appreciated and important for program improvement/modification.
Hebron residents 60 years of age and over and disabled adults age 18 and
Hebron’s Dial-a-Ride typically provides exterior door to exterior door pickup/drop-off
service (including assistance opening and closing doors) unless
logistical reasons preclude the driver from being able to leave the vehicle.
Individuals requiring additional support such as getting into and/or out of their
homes/buildings or with personal tasks, and those who are medically fragile or
cognitively impaired, etc., must secure suitable caregiver assistance. Individuals
who have received sedation/general anesthesia may only be transported with a
Only service animals accompanying applicable passengers will be allowed in
vehicles. No other animals are allowed.
Drivers may escort passengers from exterior door to exterior door, but may not
enter a passenger’s home or assist passengers beyond the exterior door of a
building. Drivers may assist passengers with packages of a reasonable size and
weight (typically no more than 30 pounds) from exterior door to exterior door. It
is important that you provide information regarding your need for escorting and/or
assistance with packages at the time that your reservation is made in order for
appropriate time to be scheduled/accommodations made.
Drivers may not lift passengers and drivers are unable to provide any personal
Dial-a-Ride is not an emergency or medically-supported/equipped transport
service. Please call 9-1-1 if there is an emergency or an appropriate ambulance
service for medically-supported transportation.
Russell Mercier Senior Center Transportation (8/2015)
Dial-a-Ride is not available to perform errands on behalf of individuals. It is
exclusively available to provide transportation service for eligible passengers.
Hebron residents, not eligible for this service based on disability, who are under
the age of 60, may utilize Dial-a-Ride exclusively for participation in Senior
Center organized outings with boarding and disembarking from the Senior Center
All Dial-a-Ride participants must provide statistical data (Consumer Registration
Form 5 plus addendum), and are responsible for notification of changes, as
dictated by State and Federal funding sources. Only required statistical
information will be shared. All personal identifying information will be kept
Eligibility Exception for Non-residents:
Non-residents who are 60 years of age and over and non-resident disabled
adults age 18 and over may utilize Dial-a-Ride vehicles for Senior Center
organized outings only with boarding and disembarking from the Senior Center.
All non-resident Dial-a-Ride passengers must provide statistical data (Consumer
Registration Form 5 plus addendum), and bear responsibility for notification of
changes, as dictated by State and Federal funding sources. Only required
statistical information will be shared. All personal identifying information will be
Hebron’s Dial-a-Ride service receives financial support from the Town of Hebron
through the Elderly/Handicapped Van budget, the Connecticut Department of
Transportation through the State Matching Grant for Elderly and Disabled
Demand Responsive Transportation, and the North Central Area Agency on
Aging through the Federal Older Americans Act.
Suggested Donations are as follows:
1. $.50 each way within Hebron ($0 to/from Senior Center)
2. $1.00 each way within contiguous towns (Andover, Bolton, Colchester,
Columbia, Glastonbury, Lebanon, and Marlborough)
3. $2.50 each way within the above denoted service area (Coventry,
Cromwell, East Haddam, East Hampton, East Hartford,
Haddam, Hartford, Manchester, Mansfield, Middletown,
New Britain, Newington, Portland, Rocky Hill, Salem,
South Windsor, Tolland, Vernon, West Hartford, Wethersfield,
Windham and UConn Health Center in Farmington)
4. $5.00 round trip outside of the above denoted service area for group
outings organized by the Senior Center which will be added to
the total trip fee
Non-Residents – transportation for group activities ONLY space permitting.
See above for suggest donations.
Suggested donations for transportation must be made in advance through the Senior
Center offices. When purchasing transportation, individuals will receive a non-expiring
transportation punch ticket which holds the value of the amount purchased. If paying by
check please make checks payable to the Town of Hebron.
Additionally, confidential contributions/donations are welcome and will be used
exclusively to expand Dial-a-Ride services. You are under no obligation to provide a
contribution – contributions are purely voluntary. Service provided to you will not be
adversely affected in any way due to a contribution not being made.
Dial-a-Rider drivers are unable to accept gifts and/or gratuities.
Dial-a-Ride service generally operates Monday through Friday 8:30AM to
For occasional medical appointments and Senior Center organized outings,
accommodations may be able to be made outside of this operational
framework. Additionally, based on significant need/demand (minimum 6 to 10
eligible residents), and/or the absence of other available resources, local Dial-aRide
service may be provided outside of the typical schedule.
Dial-a-Ride service is not available during Town holidays or as dictated by
inclement weather/road conditions (i.e. inclement weather/road conditions may
warrant cancellation of operation, a late start, or early suspension of service).
– If schools are closed due to poor weather/road conditions, Dial-aRide
will typically not operate
– If schools are delayed 1 hour due to poor weather/road conditions,
Dial-a-Ride will typically not begin operation until 8:30AM
– If schools are delayed 90 minutes due to poor weather/road
conditions, Dial-a-Ride will typically not begin operation until
– If schools are delayed 2 hours due to poor weather/road conditions,
Dial-a-Ride will typically not begin operation until 9:30AM
Requested trip origin or destination must be in Hebron (e.g., trips cannot
originate from an outside-of-Hebron skilled nursing facility/convalescent home to
an outside-of-Hebron destination).
Routine transportation related to employment is not provided.
For Senior Center organized outings, if needed, Dial-a-Ride eligible Hebron
residents may request transportation from home.
Dial-a-Ride is provided through the operation of two multi-passenger,
handicapped accessible (including lifts) buses, and one standard 4 door sedan.
Doorways to the multi-passenger handicapped accessible buses are 30 inches in
width, requiring the navigation of 3 steps. The lifts can accommodate a total
gross weight of 600 lbs. and wheelchairs/scooters with maximum widths of 34
inches. It is the responsibility of the passenger utilizing an assistive device to
ensure its safety, stability, and proper operation/use. Wheelchair bound
passengers may be transported in a properly secured position, however,
individuals utilizing a scooter, must drive the scooter onto and off of the lift,
transferring into and out of a passenger seat to insure adequate safety.
Except for Senior Center organized outings, Dial-a-Ride service is limited to
within Hebron plus the following destinations – Andover, Bolton, Colchester,
Columbia, Coventry, Cromwell, East Haddam, East Hampton, East Hartford,
Glastonbury, Haddam, Hartford, Lebanon, Manchester, Mansfield, Marlborough,
Middletown, Newington, Portland, Rocky Hill, Salem, South Windsor, Tolland,
Vernon, Wethersfield, Windham and UConn Health Center in Farmington
Dial-a-Ride operates in accordance with the following prioritization given to
Non-emergency medical/pharmaceutical appointments/transportation
Senior Center’s congregate nutritional lunch program
Appointments related to financial/homecare/legal assistance programs
Group clinics/health screenings (e.g., those scheduled at the Senior
Senior Center social events/outings, informational/educational
Trips limited to within Hebron or contiguous towns (Andover, Bolton,
Colchester, Columbia, Glastonbury, Lebanon, Marlborough) for other
Dial-a-Ride service is typically routinely available Fridays for Hebron residents for
grocery shopping (monthly schedule as posted in the Senior Center newsletter to
Ted’s Food Center, Willimantic Stop and Shop, North Windham Wal-Mart
Supercenter), pharmacy, banking, and post office.
Dial-a-Ride service is typically routinely available to Hebron Interfaith Human
Services’ Food Bank and to Hebron’s Mobile Foodshare site exclusively for
Hebron residents twice monthly each on an every-other week basis as posted in
the Senior Center newsletter.
Reservations can be made by calling the Senior Center Monday through
Thursday between 8AM and 4:00PM and/or Friday between 8AM and Noon.
Dial-a-Ride drivers cannot make reservations/schedule changes. The Senior
Center must be contacted regarding all requested reservations/changes.
Every effort will be made to accommodate requests as scheduling permits.
Providing as much advance notice as possible will typically increase the
probability of your reservation request being granted. Additionally, the Senior
Center will make every effort to augment your reservation only when extenuating
When making reservations, please be prepared to provide appointment time,
approximate length of appointment, complete address of destination, etc. This
information is particularly important since on occasion, it will be necessary for
one vehicle/driver to provide transportation to your destination while another
vehicle/driver will provide your return trip.
Russell Mercier Senior Center Transportation (8/2015)
Should you need to change or cancel a reservation, you must provide advance
notice of greater than 2 hours prior to the start of your pickup “window” (see
below) by calling the Senior Center Monday through Thursday between 8AM
and 4PM and Friday between 8AM and Noon.
Your flexibility may be required since, in order to efficiently/effectively
accommodate the high number of transportation requests received to divergent
destinations, grouping rides by the geographic area and times, unless
contraindicated based on medical condition, may be necessary.
Please be mindful of the fact that additional requested stops beyond your
scheduled reservation can result in drivers being delayed for other pick-ups/dropoffs,
increased operational costs, etc. Additional stops/destination changes will
only be granted, schedule permitting, for extenuating circumstances (e.g., need
to pick-up a prescription following a medical appointment transport).
If applicable, also provide information regarding special needs (e.g., require
vehicle with lift, additional time needed for boarding and/or disembarking vehicle
due to mobility impairment, etc.). A pick-up time/vehicle assignment will be
provided to you that we will adhere to as closely as possible barring extenuating
circumstances. There is a ½ hour “window” on your pickup time – for example,
the “window for a 9:00AM pickup is between 8:15AM and 9:15AM. The driver
may arrive anytime within your “window”
Your cooperation is requested by being ready and waiting for boarding the
vehicle during your above referenced pickup window. In accordance with
Connecticut Anti-Idling Regulations (R.C.S.A. 22a-174-18) Dial-a-Ride will wait
no more than 3 minutes following which the driver will then notify the Senior
Center of your “no show” forfeited reservation. Multiple instances of “no show”
forfeited reservations and/or late cancellations of less than 2 hours before the
start of your pickup’s “window” (four times within a 12 month period) may result in
suspension of services.
Accommodations will be made based on situational necessity only and cannot be
made based on vehicle and/or driver preference.
Scheduling often precludes drivers from waiting for the conclusion of passenger
appointments. All passengers will be provided with business cards listing the
Senior Center’s telephone number and the Dial-a-Ride vehicles’ cellular phone
numbers to be utilized exclusively for notification of your need for a return trip or
as may otherwise be necessary. Dial-a-Ride cellular phones are for the
exclusive use of Senior Center staff and may be used by passenger in extreme
Seatbelts must be worn by drivers and passengers at all times when the vehicle
is in motion.
Smoking is prohibited in all Dial-a-Ride vehicles.
All mobility devices, packages, etc. must be secured so as not to obstruct
pathways or otherwise impede safety.
In accordance with Connecticut Anti-Idling Regulations (R.C.S.A. 22a-174-18),
vehicles may not idle for more than 3 minutes.
Russell Mercier Senior Center Transportation (8/2015)
Dial-a-Ride drivers are bound by strict standards of confidentiality both on and off
duty. Private information about passengers cannot be communicated to other
passengers or other persons outside of necessary Senior Center personnel.
Dial-a-Ride service may be refused and/or services suspended in the following
passenger appears to be under the influence of alcohol or drugs
passenger conduct/behavior is inappropriate, abusive,
noncompliant, or disruptive
passenger is physically, mobility, hygienically, or cognitively
compromised to the point that it raises serious concerns for the
passenger, other passengers and/or the driver
passenger’s needs cannot be accommodated due to limitations
dictated by vehicle specifications and/or necessary assistive
passenger’s driveway/walkway/steps, ramp, etc. is deemed
unsafe/significantly obstructed due to snow, ice, branches or
For those needing to travel outside of our service area and/or outside of our operational hours, some other
American Cancer Society’s Road to Recovery (800) 227-2345—volunteer drivers take ambulatory,
income restricted cancer patients needing free transportation to treatment destinations throughout CT;
72 business hours advance reservations are required; vehicles may accommodate light-weight
wheelchairs, however, individuals must be able to get in and out of the vehicle on their own
Disabled American Veterans Transportation Network (860) 667-6759 Newington or (203) 932-5711
West Haven—volunteer drivers provide free transportation for ill and disabled veterans to medical
appointments at the Newington or West Haven VA medical center; must call at least 5 days in advance
of appointment; vehicles are not wheelchair accessible
CT Chapter of the National Multiple Sclerosis Society (860) 913-2550—offers free wheelchair
accessible transportation for up to 2 round-trip rides per fiscal year (October through September) to
medical appointments only for income eligible chapter members with MS; must give at least 2 weeks
CT Chapter of the ALS Association (877) 257-2281—Van rides to medical appointments for ALS
patients utilizing a wheelchair; limited to 4 round trips per year; 24 hours advance reservation is
required; fees are on a case-by-case basis
New England Medical Transportation (203) 886-9949—provides non-emergency transportation for older
adults and adults with disabilities 24/7 for medical appointments, shopping, and for a variety of other
transportation needs; dialysis clients and low income individuals may be eligible for discounted rates;
vehicles are not wheelchair accessible; advance reservation notice preferred
Services with set fees:
* Allied Rehabilitation Centers (860) 741-3701 x 224—provides transportation services for people
ages 60+ or any age if disabled, for medical appointments, shopping and other needs; 24 hour
notice is required
* Curtin Transportation (800) 843-3081—provides statewide transportation for any reason; must
call at least 24 hours in advance; must specifically request wheelchair accessible vehicle if